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"We have to be very careful about confusing measuring things with trying to immediately improve them," says Colin Fletcher.

A universal law of business states, “What gets measured gets the attention.”  IT must ensure that the right metrics are used as key performance indicators (KPIs) so that appropriate actions are taken by IT management and IT staff to meet the targets set by these KPIs.

How long have you been measuring the same thing and getting the same results? Does what you're measuring result in positive change in the business? Have you evaluated what you're measuring against what your customers want? How well are you meeting your improvement goals? Have you taken time to dream about what your business would be like if you could do anything?

Join us as we talk with Colin Fletcher, Solutions Marketing Manager, BMC Atrium at BMC Software, about Developing Metrics that Matter. Colin shares insights and tips about how to develop metrics that matter in your IT environment.

Bio

Colin Fletcher is the Solutions Marketing Manager for BMC Atrium at BMC Software, where he serves as a trusted advisor, evaluating business
and technical challenges from a BSM perspective.

Questions

1. Everyone wants IT to be a dependable, high-quality service to business users at a reasonable cost. But all too often it's not that way. IT groups are often overwhelmed with all the things they have to do. So at what point do you start? Are key performance indicators (KPIs) a way making this whole measurement thing a win for the IT group?
   
2. Do you think these days it's useful for IT groups to start from scratch on that perspective as a refresh?
3. You have said that developing KPIs is similar to working inside out. Can you expand on that
4. What is the difference between the perception of what is keeping people from achieving their goals, and the reality?
5. Is there potentially greater value in taking a broader, deeper look at what you're basing your KPI on, beyond the six-sigma approach, and beyond how accurate and how fast you've done things?
6. What is the value in establishing KPIs incrementally? Can you talk a little about what that would look like in an organization?
7. How do IT service management solutions fit into this picture?

Resources

BMC Industry Insight: Developing Metrics That Matter (PDF)